By accepting these terms and conditions you accept that you understand that orders to the US are taking on average 10 working days from after the date of posting to arrive but can take up to 4 weeks.
We are unable to provide tracking assistance until after the 15 working days have passed, any inquiries within this window will be referred to this page where you will find detailed explanations of all tracking stages.
We guarantee to you that we will fully refund or reship at no extra cost your order if it happens to get lost or seized.
The decision as to whether we refund or reship your order is at our discretion but we will always apply this policy fairly. For example, if you only ordered one bottle and it arrived damaged we will offer to reship the item to you.
By accepting these terms and conditions you also accept that we are unable to refund orders until 4 weeks from the date of posting.
This is the claim period set by Royal Mail and they will not accept that it is lost until then. If your order has still not arrived by the end of this claim period you will be offered either a full refund or a reship free of charge.
WHAT DOES MY TRACKING MEAN?
We're expecting your parcel/Item received/Item leaving the UK
This is the tracking stage that can take the longest so please don't be alarmed if your package doesn't move for a while. Depending on the route your parcel took to export you may see any of the three tracking stages listed above. Most parcels will move straight from "We're expecting your parcel" to the second stage listed below.
This is the part of the process where your order has been exported, is travelling across the Atlantic and subsequently arrives in the US in a sorting center. The reason your tracking may sit on this stage for so long is because when it arrives in the US with tens of thousands of other parcels it needs to be sorted for customs. Once your order passes this stage it generally only takes a few days for your order to arrive with you
Your item is currently with Customs in the destination country.
This stage is quite straightforward and generally doesn't take too long.
Item received at Sorting Office
Your order is now at a sorting office to be sent onwards to your posting location
Item ready for delivery
Your order is now ready to be delivered to you
WHEN WILL MY ORDER SHIP?
If we have received your order before 13:00 we will ship your order the same day Monday to Friday. Where we experience high volumes of orders we may ship your order the next working day but this is highly unusual.
Please be aware that the stated delivery times are given by the courier and we have no control over them, we will not refund or credit shipping where the package arrives outside of the couriers stated delivery aim.
HOW WILL MY ORDER BE SHIPPED?
Your order will be shipped in a plain brown postal box or jiffy bag. Bottles will be wrapped with the contents in individual bubble wrap bags with no outward identification of what is inside.
International Leather Cleaner packages are limited to 2kg in total.
LIABILITY FOR REQUESTING DELIVERY WITHOUT SIGNATURE
We ship all our orders tracked and signed. This is to protect both the customer and ourselves. If you request from the courier directly to leave your parcel without a signature and it is subsequently lost or stolen we will not be liable to replace the order. Signing for packages can be inconvenient at times but without one there is no way for us to make a claim on your behalf to the courier for compensation and so no compensation or reshipment will be given.
In the rare case that your order doesn't arrive within the delivery aim we will not be able to reship the order until the claim period has passed.
We have a very small number of parcels that are rejected by customs. If your parcel is seized by Customs we will reship or refund it free of charge. We have a 99.99% success rate with customs clearance.
We are not liable for any issues arising from importing goods into your country. It is the customers responsibility to ensure the goods purchased are legal in your country.
CUSTOMS AND DUTIES
All orders shipped to the US are currently exempt from customs and duty meaning the price shown at checkout is the final price.
For orders to the EU, Canada, Australia and New Zealand your order will be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Twisted Beast is not responsible for these charges if they are applied and are your responsibility as the customer.
HOW DO I CHECK THE STATUS OF MY ORDER?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow time for the tracking information to become active.
SHIPPING TO P.O. BOXES
Our couriers do not deliver to P.O. Boxes and as such we do not accept P.O. Boxes as shipping addresses. If you place your order addressed to a P.O. Box we will contact you to arrange for an alternative shipping address. You will have the option to cancel your order with us if you do not have a suitable alternative that you wish to receive your order to. Addressing your order to a PO Box will delay it and it is no longer subject to same day shipping.
REFUNDS, RETURNS & CANCELLATIONS
Due to the nature of our products we cannot accept any returns or requests refunds other than when the product is delivered to you in a damaged state. Sometimes your package can go on quite a journey to get to you and your packaging may get damaged, we will only perform refunds or exchanges where the product has reached you in a damaged condition.
You must store your bottles upright, bottles left on their side for extended periods of time will leak. Please check all your bottles for damage and contact us at firstname.lastname@example.org with your order number within 48 hours of receiving them if you have any issues.
Items not reported as damaged within 48 hours of being delivered will not be accepted for replacement or refund.
Cancelled orders may be subject to a 10% restocking fee, this is a charge passed onto us by our payment processors.